JP2021033815A - Market correspondence case management and control apparatus, and market correspondence case management - Google Patents

Abstract

To promptly grasp, without delay: whether device information corresponding to a market correspondence case exists or not; and correspondence progress information of a market correspondence case device.SOLUTION: A market correspondence case management system is a system aimed at information sharing with a related section, regarding past market correspondence cases. Specifically, a market correspondence case management database 19DB is created, a market antagonism management database cooperates with a customer unique information database 18DB, and, when usual duties are executed, a market correspondence case subject and an executed or unexecuted correspondence are displayed on a "R and the like existence or non-existence" row screen 32 of a "customer information" screen 30 to make them clear.SELECTED DRAWING: Figure 2

Description

The present invention uses customer management that associates customer identification information with device information owned by the customer to manage the progress of operations related to market response projects (for example, response based on recall occurrence). It is related to the corresponding case management control device and the market correspondence case management control program.

Market response projects (recall response and maintenance response) for related equipment (hereinafter referred to simply as equipment) mainly used for equipment that consumes gas may occur irregularly.

For example, in the case of recall support, when a recall guidance is received from the person responsible for managing the recall target device (for example, the manufacturer), the recall target devices on the market are searched, and the recall support progress status of each target device is performed. Need to be recognized.

Patent Document 1 describes the progress of each work by computer data processing when the work of inspection, replacement, and repair of equipment related to gas equipment in a house is accepted as a general measure for inspection of gas equipment. It is described to manage.

Specifically, the work matter table is created by transmitting order processing data and receiving order confirmation data between the work registration means for newly registering the received work in the work matter table for each dwelling unit and the contractor terminal of the designated contractor who subcontracts the work. It is equipped with a work request means for registering the work progress status of the work as a work in progress, and an additional registration means for registering additional work in the work matter table based on the inspection result data received from the contractor terminal of the designated contractor who requested the inspection. If there is no change in the designated contractor requesting the additional work, the additional registration means updates the work matter table with the progress status of the additional work as the requesting matter or the work in progress matter, and if there is a change, the progress status is changed. Newly register in the work matter table as a matter being requested.

Further, Patent Document 2 describes a gas meter capable of discriminating a recalled appliance as a technique for recalling a gas appliance.

Specifically, the gas meter sequentially stores instrument data consisting of at least one of the flow rate vibration waveform or pressure vibration waveform after the flow rate fluctuation or the pressure fluctuation, and the processing data obtained by processing the flow rate vibration waveform or the pressure vibration waveform. When the device data of the recall target device to be recalled is input to the storage unit, the judgment unit determines whether or not the recall target device is installed by collating with the device data stored by the storage unit. And have.

Japanese Unexamined Patent Publication No. 2004-295286 Japanese Unexamined Patent Publication No. 2011-164037

Here, in the customer-supporting terminal device used by a so-called affiliated store that carries out business such as repair, the customer-specific information managed by associating the identification information that identifies the customer with the device information owned by the customer. The database has been established.

However, the list of items that exist in the database of the administrator who executes the market response project regarding the market response project that occurs irregularly is not linked with the customer-specific information database, so the progress information of the market response project equipment is displayed. Although it is possible to grasp it from the list, it is difficult to grasp the existence information of the equipment corresponding to the market correspondence project and the correspondence progress information of the market correspondence project equipment in a timely manner at the time of business execution opportunity. It was.

The present invention is a market-compatible project management control device and market-compatible project management control that can quickly grasp the presence / absence information of device information corresponding to a market-compatible project and the response progress information of the market-compatible project device without delay. To get the program.

The market response case management control device according to the present invention is a customer-specific information database in which identification information for identifying a customer and device information owned by the customer are stored in association with each other, and a market for handling including at least recall. It is a market correspondence case management control device provided with a market correspondence case management database in which a correspondence case and a device targeted for a market correspondence case are stored in association with each other, and when the market correspondence case occurs, the market correspondence is concerned. A registration unit that registers a project in the market-compatible project management database, the device information stored in the customer-specific information database for the market-compatible project registered in the registration unit, and device information for the market-compatible project. By collating with, the specific unit that identifies the customer who owns the device targeted for the market-supported case and the market-supported case inquiry item provided as one of the items of the customer information of the specified customer are added. It has a writing unit for writing the progress information of market response projects.

According to the present invention, the market response case management database is linked with the customer-specific information database. The customer-specific information database stores customer information in which identification information that identifies a customer and device information owned by the customer are linked. For example, a person in charge of business execution who repairs gas appliances or the like. Is used as a database for dispatching information to customers.

When a market response project occurs, the registration department registers the market response project in the market response project management database. In the specific department, when a market response project occurs, the customer who owns the device targeted for the market response project is identified by collating the device information stored in the customer-specific information database with the device information targeted for the market response project. Identify.

In the writing unit, the market correspondence case progress information is written in the market correspondence case inquiry item provided as one of the items of the customer information of the specified customer. The market response project progress information includes the presence or absence of market response projects, and the completed and unfinished (completed / unfinished) market response projects. In addition, "writing" includes new input, deletion, and editing of registered contents.

As a result, the progress information of the market response project can be collectively managed, and the accuracy of the progress information can be improved according to the business execution.

The present invention is characterized in that the progress information of the market-supporting project can be linked to the business execution instruction for executing the market-supporting project to enable the business execution of the market-supporting project.

The market response project progress information indicates the market response project business if it has not been completed. For example, after confirming the progress information with the person in charge of business execution such as repair, if the market response project has not been completed, the market response business execution. The main purpose is to make people aware of this.

On the other hand, for the business of the market response project itself, it is necessary to separately prepare a business execution instruction. Therefore, by associating the business execution instruction with the progress information of the market-responsive project, it is possible to ensure the reliable operation of the business of the market-responsive project.

The present invention is characterized in that public information transmitted by the management responsible side of the device subject to the market correspondence project is added to the market correspondence project progress information.

The market response project progress information indicates the business execution of the market response project if it has not been completed. For example, after confirming the progress information with the person in charge of business execution such as repair, if it has not been completed, the market response The main purpose is to make the business execution of the project well known.

On the other hand, it is necessary to show the customer evidence that a market response project needs to be carried out. Therefore, as the evidence, by adding the public information (for example, press release information) transmitted by the management responsible side of the market response project equipment in association with the market response project progress information, appropriate evidence is presented to the customer. Can be planned.

The market-corresponding case management control program according to the present invention is characterized in that the computer is operated as the registration unit, the specific unit, and the writing unit of the market-corresponding case management control device.

As described above, the present invention has an effect that it is possible to quickly grasp the presence / absence information of the device information corresponding to the market-supported project and the response progress information of the market-supported project device without delay.

It is a schematic diagram of the market correspondence project management control system which concerns on this Embodiment. It is an image displayed on a monitor that can be viewed by people involved in business execution. (A) is a customer information screen, (B) is an enlarged view of the presence / absence column of R etc., and (C) is a pull-down menu screen of the presence / absence column of R etc. is there. It is a flowchart which shows the market correspondence case registration control routine in the market correspondence case management control system which concerns on this embodiment. It is a flowchart which shows the work prior confirmation control routine of the day in the market correspondence case management control system which concerns on this embodiment. This is a communication protocol when an unregistered device is found, which is executed between a communication mobile terminal, a customer management server, and a business support management server in the market response project management control system according to the present embodiment.

FIG. 1 is a schematic view of the market-responsive project management control system 10 according to the present embodiment.

The market-corresponding case management control system 10 includes, for example, a market-corresponding case management control device 12 provided on the gas manager side and a customer-corresponding terminal device 16 installed at an affiliated store 14.

The market response project management control device 12 includes a customer management server 18, a business support management server 19, and a microcomputer (not shown). The microprocessor has functions as a registration unit, a specific unit, and a writing unit of the present invention, and collectively controls the customer management server 18 and the business support management server 19.

The customer management server 18 manages a customer-specific information database 18DB (hereinafter, may be referred to as “DB1”). Further, the business support management server 19 manages the market correspondence case management database 19DB (hereinafter, may be referred to as “DB2”).

The customer-specific information database 18DB stores a correlation table between the customer-specific information and the equipment owned by the customer.

The market correspondence case management database 19DB stores a correlation table in which a device and information on whether or not the device is a market correspondence case are associated with each other.

The market-corresponding project management control device 12 and the customer-corresponding terminal device 16 are connected to each other via the network 20, and information can be communicated with each other.

Further, the affiliated store 14 is provided with a communication mobile terminal 22 which has the same function as the customer-supporting terminal device 16 and can be carried to the business execution site by the person in charge of business execution.

The communication mobile terminal 22 communicates with the customer-corresponding terminal device 16 of the affiliated store 14 via the wireless communication base 20A whose communication area is the business execution site, and also directly on the gas manager side (for example, market-corresponding project management control). The device 12) can also be accessed.

Here, for example, when the customer 24 makes a repair request for gas appliances or the like to the affiliated store 14 from the customer terminal 26, the affiliated store 14 accepts the repair request.

Although the customer terminal 26 is shown in FIG. 1 with the image of a smart phone, it may be another communication device such as a mobile phone or a fixed telephone.

Further, the customer 24 may directly contact the customer center on the gas manager side (not shown in FIG. 1) without requesting the repair to the affiliated store 14, or the customer 24 owns a PC (personal computer, Repairs may be requested via online communication using (not shown).

When the customer 24 requests repair to the affiliated store 14, the affiliated store 14 accesses the customer management server 18 of the market correspondence case management control device 12 from the customer correspondence terminal device 16 via the network 20.

The customer management server 18 reads the device information owned by the customer 24 from the customer-specific information database 18DB based on the customer identification information that identifies the customer 24 received from the customer-corresponding terminal device 16, and the customer-corresponding terminal device 16 Reply to. The communication mobile terminal 22 may access the market-responsive project management control device 12.

In dealing with the customer 24, the affiliated store 14 determines the date and time of the business execution of the repair received and registers it as the business execution instruction information of the normal business. In addition, the business execution instruction information of the normal business is used as the business execution instruction of the normal business. That is, the business instruction information in the present invention is information that is aggregated when a business (for example, a repair request) is received from the customer 24, and the customer information includes an address, a name, a telephone number, an email address, and a map. This is information that is managed as one file by acquiring route information and the like to the site in the above, and as business information, for example, in the case of repair work, the name of the product to be repaired, the model number, the date of manufacture, and the like are acquired. The information managed as this one file becomes a business execution instruction.

The business execution instruction is assigned to the person in charge of business execution managed at the affiliated store 14, and the schedule is managed.

In the above, the schedule management of the repair work based on the repair request from the customer 24 has been explained, but the so-called normal work performed by the person in charge of business execution including the repair work includes the opening (closing) work and the regular work. Includes security inspection work, etc. In the following, when it is a normal business, any one business or a plurality of business is targeted.

Unlike repair work, which has a high degree of urgency, most of these normal work has a predetermined schedule, and the person in charge of carrying out the work carries out the work under schedule management. Although it is a category of normal work, there are exceptions in some opening work and fixed maintenance work.

(Registration of market support projects)

As shown in FIG. 1, a manufacturer site 28, which is a manufacturer or management source of equipment, is connected to the network 20. The manufacturer site 28 transmits a recall of the equipment manufactured in-house to the business support management server 19 of the market response project management control device 12 that has received the access permission. Recall is one of the market response projects, and the recall transmission from the manufacturer site 28 is an example of irregular occurrence of market response projects. For example, the person in charge of business execution, who carries out the normal business, handles the recall on behalf of the person in charge of business execution. In addition to recalls, "special patrol work" and the like can be mentioned as market response projects, and basically, they are linked to the type of equipment (the date of manufacture, etc. is specified). In addition to the above, there may be a configuration in which the gas manager registers a market response project obtained from the manufacturer of the equipment. However, it is not limited to these configurations.

Therefore, in the business support management server 19 of the market correspondence case management control device 12 of the present embodiment, when a market correspondence case (recall) is transmitted from the maker site 28, the device and the device are stored in the market correspondence case management database 19DB. Is registered in the correlation table associated with the information on whether or not is a marketable project.

At this time, the correlation table between the customer-specific information and the equipment owned by the customer is read from the customer-specific information database 18DB of the customer management server 18, and the presence or absence of the equipment targeted for the market correspondence project is collated for each customer. ..

FIG. 2A is a “customer information” screen 30 displayed on the touch panel 16TP installed on the customer-supporting terminal device 16 or the touch panel 22TP installed on the communication mobile terminal 22.

For the customer who owns the equipment targeted for the market correspondence project, by adding "R unfinished" to the "R etc. presence / absence" column screen 32 of the "customer information" screen 30, the market correspondence project and the customer It is designed to be linked. The “presence / absence of R, etc.” column screen 32 is an example of the market correspondence case inquiry item of the present invention.

FIG. 2B is an enlarged view of the “R or the like” column screen 32, and as shown in FIG. 2 (B), the “R or the like” column screen 32 shows detailed information of “R unfinished”. The address information to be specified is described.

When the address information of the "R etc. presence / absence" column screen 32 is selected (click operation etc.), the detailed information screen 34 of "R unfinished" is displayed as a pull-down menu as shown in FIG. 2 (C). It has become.

As shown in FIG. 2C, on the detailed information screen 34, it can be seen that two types of market response projects (recall and special patrol) are registered for the customer.

As a pull-down menu, a recall guidance document from the maker site 28 may be attached. As an example, in the pull-down menu, by further performing a selection operation (click operation, etc.), an outline (publication content) of the market-supported project name is displayed.

(Advance support for business execution)

Before heading to the business execution site, the business execution person confirms whether or not there is a market response project linked to the customer (resident, manager, etc.) who manages the business execution site.

That is, the "customer information" screen 30 displayed on the touch panel 22TP of the communication mobile terminal 22 by accessing the customer-specific information database 18DB of the customer management server 18 and the market correspondence project management database 19DB of the business support management server 19, for example. (See FIG. 2 (A)), it is confirmed whether or not "R unfinished" is displayed on the "R or the like" column screen 32.

When "R unfinished" is displayed on the "R or the like" column screen 32, it is further confirmed whether or not there is a business execution instruction for the corresponding market-supporting project.

Since the person in charge of business execution goes to the business execution site to perform normal business, basically, the jigs and tools necessary for dealing with the market response project may not be ready. However, if it is known that there is a recall market response project at the business execution site to be visited from now on, at the business execution site, at the time of normal business execution on the day (including before and after business execution), with the customer By deciding the business schedule of the market response project, the market response project can be progressed.

(Correspondence of unregistered market correspondence "Part 1")

On the other hand, before heading to the business execution site, the person in charge of business execution, for example, in the "customer information" screen 30 (see FIG. 2 (A)) displayed on the touch panel 22TP of the communication mobile terminal 22, "R, etc." ] When the column screen 32 is confirmed, if it is not described (blank), it is basically determined that there is no device targeted for the market correspondence project at the business execution site to be headed from now on.

However, when arriving at the business execution site, there may be a device (unregistered device) that is not registered in the customer-specific information database 18DB of the customer management server 18.

Since the unregistered device is not linked to the market-compatible project registered in the market-compatible project management database 19DB of the business support management server 19, it is determined whether or not the unregistered device is a market-compatible project. I can't get it. For example, it may occur when a customer purchases a direct hearing without going through a gas company or the like.

Therefore, in the present embodiment, the identification information of the unregistered device is specified and the registration process is executed at the business execution site.

Specifically, after sending the identification information that identifies the device to the customer management server 18 to link the device with the customer, it is sent to the business support management server 19 to check whether the device is a market-ready project. , This is a process of returning the result to the transmission source (communication mobile terminal 22).

When the device is subject to a market response project, for example, in the "customer information" screen 30 (see FIG. 2 (A)) displayed on the touch panel 22TP of the communication mobile terminal 22 by reply, "presence or absence of R, etc." "R unfinished" is displayed on the column screen 32 (alert display).

(Correspondence of unregistered market correspondence "Part 2")

By the way, when the alert display is made, the business of the market correspondence case is executed based on the alert display of the market correspondence case management control device 12.

As a reference, at present, even if a target device for an unregistered market response project is found, it is not possible to determine whether or not the device is a target device, and it is simply registered in the customer management server 18. .. For this reason, if the registered device is a target device for a market response project, the response may be delayed if it is overlooked.

Therefore, in the present embodiment, after the device registration is possible, for example, in the "customer information" screen 30 (see FIG. 2 (A)) displayed on the touch panel 22TP of the communication mobile terminal 22, "presence or absence of R or the like". When "R unfinished" is displayed on the column screen 32 and an alert is confirmed, when creating a report of normal business at the business execution site, as an additional business, a business execution instruction for a market response project is attached. , Notify the report.

As a result, the business execution instruction of the market correspondence project is registered in the customer-specific information database 18DB of the customer management server 18. By this registration, business execution can be promoted.

Hereinafter, the work of the present embodiment will be described according to the flowcharts of FIGS. 3 and 4 and the communication protocol of FIG.

(Registration of market support projects)

FIG. 3 is a flowchart showing a market correspondence case registration control routine in the market correspondence case management control system 10 according to the present embodiment.

When the manufacturer informs the market correspondence project, in step 52, the information about the market correspondence project is stored in the market correspondence project management database 19DB of the business support management server 19, and the process proceeds to step 54.

In step 54, the customer-specific information database 18DB of the customer management server 18 is accessed, the presence or absence of possession of the device targeted for the market correspondence project is collated for each customer, and the process proceeds to step 58. Note that steps 52 and 54 can be processed in parallel if, for example, the CPU has dual cores or the like.

In step 58, as a result of the collation in step 54, "R unfinished" is added to the "R or the like" column screen 32 of the "customer information" screen 30 shown in FIG. 2 (A) for the corresponding customer. After that, the display (“R unfinished”) of the “R or the like” column screen 32 becomes an alert, and the person in charge of business execution can be alerted.

In the next step 60, the detailed information screen 34 shown in FIG. 2C is attached as a pull-down menu of “R unfinished” added to the “R or the like” column screen 32. The detailed information screen 34 displays a list of equipment for market-supported projects, and this routine ends. In addition, as the detailed information screen 34, in addition to the list of equipment for market-compatible projects, a mechanism for displaying an outline (publicized content) of market-compatible projects by further performing a selection operation (click operation, etc.) in the pull-down menu. I need it. The display of the outline (publication content) of the market response project can be used as a material to explain to the customer.

(Advance support for business execution)

FIG. 4 is a flowchart showing a work prior confirmation control routine on the day in the market correspondence project management control system 10 according to the present embodiment.

In step 70, the customer-specific information database 18DB of the customer management server 18 is accessed, a list of customers working on the day is acquired, and the "customer information" screen 30 (see FIG. 2A) is displayed on the touch panel 16TP or 22TP. Display it.

In the next step 72, it is determined whether or not there is a device targeted for the market response project. That is, it is determined whether or not "R unfinished" is displayed on the "R or the like" column screen 32 (see FIG. 2B) which constitutes a part of the "customer information" screen 30.

If a negative judgment is made in step 72, it is determined that the customer does not own the equipment targeted for the market response project, the process proceeds to step 74, and normal processing (preparation for execution of business on the day, etc.) is performed. This routine ends.

Further, if the affirmative judgment is made in step 72, that is, if it is determined that the customer owns the equipment subject to the market correspondence project, the process proceeds to step 76 to determine whether or not there are a plurality of devices subject to the market correspondence project. To do.

If an affirmative decision is made in step 76, the process proceeds to step 78, and the “customer information” screen 30 (see FIG. 2 (A)) of the customer working on the day is displayed on the detailed information screen 34 (see FIG. 2 (C)). Confirm and proceed to step 80. If a negative determination is made in step 76, the process proceeds to step 80.

In step 80, it is determined whether or not there is a business execution instruction for the market-compatible project, and if it is negative (does not exist), the process proceeds to step 82 to create a business execution instruction for the market-compatible project. The process proceeds to step 84. If an affirmative determination (there is a business execution instruction) is made in step 80, the process proceeds to step 84.

In step 84, at the time of business execution on the day, the business execution schedule adjustment process of the market correspondence project is executed with the customer, and the process proceeds to step 86.

In step 86, the market correspondence case management database 19DB of the business support management server 19 is updated, and this routine ends.

(Correspondence of unregistered market correspondence "No. 1", "No. 2")

FIG. 5 is a communication protocol when an unregistered device is found, which is executed between a communication mobile terminal, a customer management server, and a business support management server in the market response project management control system according to the present embodiment.

When the person in charge of business execution finds an unregistered device at the business execution site, the registration operation of the unregistered device is executed (step 100). Specifically, the serial number, model, manufacturing date, etc. attached to the unregistered device are notified to the customer management server 18 of the market correspondence project management control device 12.

The customer management server 18 accesses the customer-specific information database 18DB and executes registration of unregistered devices (step 102).

When the registration is completed, the customer management server 18 notifies the business support management server 19 of the information (registration information) regarding the registered device (step 104).

The business support management server 19 first certifies the device that has received the notification (step 106), accesses the market correspondence project management database 19DB, and executes collation with the market correspondence project device (step 108).

The business support management server 19 confirms the collation determination result (step 110), and branches into a market-compatible project device (step 112) or a market-compatible project device (step 114).

When it is determined that the device is a market-compatible project device among the collation judgment results (step 114), the market-compatible project management database 19DB is accessed and the progress information of the market-compatible project is set to "not supported" (step). 116) Then, via the customer management server 18, the communication mobile terminal 22 is notified that the unregistered device is a device subject to the market-supported project and is not supported (step 118). When this notification goes through the customer management server 18, "R unfinished" is added to the "R or the like" column screen 32 of the "customer information" screen 30 of the customer-specific information database 18DB of the customer management server 18.

In the communication mobile terminal 22, for example, after the normal work is completed, the person in charge of business execution confirms an alert (R or the like: presence / absence column: unfinished display) at the business execution site (step 120).

As a result, the device that has not been registered is registered as the device targeted for the market response project.

On the other hand, the person in charge of business execution prepares a report of the normal business when the normal business is completed. At the time of preparing the report of the normal business, the person in charge of business execution prepares the business execution instruction of the market response project (step 126). The customer-specific information database 18DB of the customer management server 18 is accessed to notify the report of normal business (step 128).

The business execution instruction of the market response project attached to the report processing is linked with the business support management server 19 (step 130).

In this way, when the unregistered device found at the business execution site is an "R unfinished" device, the business execution instruction for the market response project is created at the business execution site.

That is, at present, even if a target device for an unregistered market response project is found, it cannot be determined from the device whether or not it is a target device, and the device is simply registered in the customer management server 18. For this reason, if the registered device is a target device for a market response project, the response may be delayed if it is overlooked. However, in the present embodiment, in order to create a report and notify by attaching the business execution instruction of the market response project, the market response business instruction linked to the business support management server 19 is used at the business execution site. Similarly to the case of reporting, the progress information of the market response project business can be reflected at an early stage.

10 Market-ready case management control system 12 Market-ready case management control device 14 Partner stores 16 Customer-friendly terminal device 18 Customer management server 19 Business support management server 18DB Customer-specific information database 19DB Market-ready case management database 20 Network 22 Communication mobile terminal 24 Customers 26 Customer terminal 28 Manufacturer site 30 "Customer information" screen 32 "R, etc." column screen 34 Detailed information screen

Claims (4)

A customer-specific information database in which identification information for identifying a customer and device information owned by the customer are associated and stored, and a market in which a market-corresponding project and a device targeted for a market-corresponding project are associated and stored. It is a market correspondence case management control device equipped with a correspondence case management database.
When the market response project occurs, the registration unit that registers the market response project in the market response project management database, and
With respect to the market-compatible project registered in the registration unit, the device information stored in the customer-specific information database is collated with the device information targeted for the market-compatible project to obtain the device targeted for the market-compatible project. A specific part that identifies the customer who owns it,
A writing unit for writing market correspondence case progress information in a market correspondence case inquiry item provided as one of the specified customer information items of the customer, and a writing unit.
Market response case management control device. The market response according to claim 1, wherein the market response project progress information is linked to a business execution instruction for executing the market response project, thereby enabling the business execution of the market response project. Item management control device. The market-supporting project management control device according to claim 1 or 2, wherein public information transmitted by the management responsible side of the device subject to the market-supporting project is added to the market-supporting project progress information. Computer,
Operate as the registration unit, the specific unit, and the writing unit of the market-responsive project management control device according to any one of claims 1 to 3.
Market response case management control program.